Charting a knowledge base solution: empowering student-employees and delivering expert answers

Abstract

This paper describes the creation of Eureka, a knowledge base solution developed in 2000 at Harvard and the first-place winner in the Student Employee Web Site category at SIGUCCS 2001. Our methodology in creating Eureka was to focus on creating a central core of knowledge: expert answers to common questions, stored in a lowest-common-denominator format accessible across a variety of channels. This core set of knowledge allows our organization to maintain full control over a set of official answers that student staff may then propagate to end users in person, over the telephone, and via the Web and e-mail.

DOI: 10.1145/588646.588705

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Cite this paper

@inproceedings{Davis2002ChartingAK, title={Charting a knowledge base solution: empowering student-employees and delivering expert answers}, author={Kevin C Davis}, booktitle={SIGUCCS}, year={2002} }